Cisco IPCC Enterprise Advanced Scripting

Course information
Price: £ 1,333.00 exc. VAT
Day(s): 2
Course Code: IPCAS

Overview

In the Cisco IPCC Enterprise Advanced Scripting course you will learn to convert business requirements into call-flow design and then into scripts that provide the routing information to routing clients. The process includes configuring, scripting and testing complex call flows. Example scripts are utilized to demonstrate the provision of specific interactive voice response (IVR) treatment, the collection of call processing variables used in databases lookups for call routing, and the facilitation of standard reporting. Other topics include collecting and setting the variables to provide CTI screen pops.

Pre-Requisites

Delegates are required to meet the following pre-requisites:

  • Familiarity with Cisco Call Center Technology
  • Working knowledge of ICM or IPCC

Content

Common Script Nodes

Scheduling Scripts

New Features

Business Rules

Routing Rules

Administrative Scripts

Troubleshooting

Database Routing

Contingency Scripting

Advanced Concepts

Maintenance

Objectives

  • Develop a technique for determining the business rules that dictate the delivery of calls within a call center
  • Convert business rules into a call-flow design based on the requirements
  • Develop scripts providing IVR treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
  • Recognise how scripting can affect historical reporting and identify script failure and learn troubleshooting techniques
  • Test the scripting logic to verify that it meets the business requirements

Target Audience

This course is intended for call center professionals and other technical professionals responsible for deploying or supporting Cisco IPCC Enterprise/ICM or responsible for implementing end to end call-flow designs.

Certification

Recommended as preparation for exam(s):

  • There is no exam available following this course

Follow on Courses

The following courses are recommended for further study:

  • ICMP1 – ICM Product Training
  • ICMP2 – ICM Product Training

Other Delivery Methods

Company Event

Public Classroom

Schedule

Dates available on request. Please contact us.

This item has been added to your basket